Casino Luck - blocked my account with the winnings

Ruling

Resolved - An issue that occurred during a platform switch has been resolved and Casino Luck have returned this player's winnings to their account.

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Player's Complaint

I have read the references on Casino Luck which were very good, so decided to play there taking the welcome bonus for my deposit I made my deposit on the 31st of January. I was winning and reached around 1 500 EUR, was very happy about it. I haven't reached the wagering requirement when my account was blocked.

I wrote an email about this to the casino, i checked my email - it was February 1st. On the sixth of February I received a response where they told me they had to block it for the security reasons and asked me to send the verification documents. At that moment I was travelling for work and couldn't deal with the documents right away. I sent the documents as they requested through the email on the 18th February and sent the documents by the regular mail on the 22nd February. I still have the notice of delivery by the way. After that I had no info from the casino. I tried to find out what was the issues and in a month(!), it was 19th of March, they responded to my email - my account was not blocked anymore. It was right, but what I had to find out was that all my winnings disappeared. I wrote about this to the casino. On 16th of April the casino responded that my winnings were taken away because the period for wagering has already passed. I checked the Wagering Requirement period in the terms, it was 21 days. This is ridiculous - I have been put in the situation where this was simply impossible. I have completed all the requests of the casino. This all situation is extremely disappointing to me and I would like to find out how the casino with such a good reputation can be messing with the players in such a way.

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